Front Office Manager in Charleston, SC (luxury hotel)

Job Description

Job Description

Our Premier client is looking for a Front Office Manager for a LUXURY Hotel onsite in Charleston, SC.

The person applying to this position MUST have Four or Five Star and/or Four-Five Diamond hotel experience. FORBES CUSTOMER EXPERIENCE (no exceptions).

The Front Office Manager is a key leader within the Rooms Division, responsible for ensuring seamless and elevated guest experiences across Guest Services, Front Desk, Concierge, and Rooms Control. This position champions operational excellence, Forbes Five-Star standards, and an inspired service culture reflective of this hotel’s legacy and ambition. Reporting to the Director of Front Office, the Front Office Manager leads by example, cultivates top-tier talent, and brings a strategic mindset to daily operations. They serve as ambassadors of the brand — embodying empathy, professionalism, and presence. While no job description can provide a comprehensive list of all duties, the following outlines the major responsibilities for the position.

Duties/Responsibilities:

• Demonstrates proactive ownership of the Front Office operation as a department head.
• Maintains consistent communication by monitoring and responding to emails and messages in a timely manner.
• Provides direction and follow-through on matters without reliance on continuous oversight.
• Balances professional responsibilities with personal well-being, while recognizing the nature of the role requires ongoing engagement beyond scheduled shifts.
• Represent the property and the management by projecting a positive hotel image through excellent communication, efficient problem solving, and taking responsibility of guest needs.
• Lead and mentor Front Office team members through daily operations, with a focus on coaching, performance development, and cultivating leadership from within.
• Spearhead upsells, audits, creation of Standard Operating Procedures based on needs.
• Ensure execution of Forbes Five-Star service through daily audits, training, and implementation of best practices and SOPs.
• Partner closely with Housekeeping, Revenue, Spa, Transportation, and other departments to ensure a collaborative, guest-focused operation.
• Proactively manage daily arrivals, departures, special occasions, and VIP programming.
• Oversee rooms control and billing accuracy to ensure a seamless guest journey.
• Represent Director of Front Office/Assistant Director of Front Office in their absence.
• Ensure brand standards are not only met — but exceeded — at every touchpoint.

Required Skills/Abilities:

• Exceptional communication skills — both verbal and written — with a talent for gracious guest recovery and conflict resolution.
• Must be proficient in Windows, Word, Excel, PowerPoint. INFOR HMS knowledge is preferred.

Education and Experience:

• A 4-year degree or equivalent in hospitality or related studies.
• Minimum of 2 years’ experience in a luxury or Forbes-rated property with a progressive track record of leadership in Front Office operations.

Benefits:

• Enjoy free meals in our colleagues’ café
• Paid Time Off based on hours worked, up to 16 days in your first year
• 8 Paid Public Holidays
• Up to 4.5% Company Match – Retirement Savings Plan after one year of service
• Medical, Dental, Vision Insurance
• Flexible Spending Account
• Health Savings Account
• Colleague Commuter Benefit
• Hotel discounts at Spa & Dining Outlets
• Friends & Family Hotel Room Discounts